All Things Home’s Cleaning Services Terms of Service
These terms and conditions constitute the full and complete Service Agreement (the “Agreement”) between you (the “Customer or Client”) and COZY NIFTY, ABN 22 469 059 730, its subsidiaries and affiliates in Australia (collectively referred to as “All Things Home’s”, “we”, “our“, “us“) of the provision of home improvement & cleaning services by All Things Home’s. You agree to comply with all of the terms of this Agreement when accessing or using our Services.
Please take some time to review this Agreement. Use of our services constitutes your acceptance of these terms and conditions.
Residential and Commercial Cleaning Services
1. Subject to the terms of this Agreement, we agree to provide residential and commercial cleaning services (the “Service”) to the Customer at an address specified by the Customer (the “Premises”).
2. The Service will be for such cleaning duties as agreed with the Customer at the time of booking.
3. We will provide one or more cleaners (the “Cleaner”) to attend the Premises to provide the Service at a time and date mutually agreed between us and the Customer (the “Service Time”). Any requests must come through to the office via email, update through the Customer’s account on AllThingsHomes.com.au (the “Site”) or phone call for changes, or preferences.
4. We endeavor to provide the Service faithfully, diligently and in a timely and professional manner.
Additions and Amendments
1. Any changes to the Service to be provided must be agreed by us prior to the Service Time.
2. If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must first contact us by telephone, who may agree to provide the additional services at its absolute discretion. The Cleaner is not authorized to agree to any changes to the Service being provided and the Customer must not request such changes directly from the Cleaner.
Hoarding Conditions
If the condition of your property is deemed a cleaning situation that goes over and beyond our normal cleaning environment that is covered by our cleaning packages, the cleaner(s) have the right to walk away, or we re-evaluate the rates in order to complete the job to the client’s expectations. In the event where we decide to refuse service, you will be charged a $50 booking fee due to incorrect description of job. This fee is in place to cover expenses the cleaners incur for lost travel time and fuel.
Bookings
1. The Customer may make a booking either in person, by telephone, via AllThingsHomes.com.au (the “Site”) or by email.
2. At the time of the estimate the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the Premises.
3. We shall provide all quotations within 72 business hours of the walk-through estimate, in good faith and with the information provided by the Customer. If any information is not provided at quoting, we reserve the right to alter the price of the Service with notification. Any additional cleaning tasks added last minute may also result in additional needed scheduling of a different day due to other time constraints needing to be met.
4. The Customer agrees to provide us with their valid credit card details at the time of booking and authorizes us to debit any card with an amount equal to any service and/or cancellation fees that may apply under this Agreement.
5. We reserve the right not to accept a booking for any reason.
6. We have available arrival times of service. These windows of time available are given to clients, by request only, and are to be met to the best of our ability, however, there are unforeseen circumstances that hinder our ability to meet those specific time requests. The client may request on their account a day before reminder, and/or an hour call ahead from arrival time. Some accounts do not have preferences on arrival times and therefore we may arrive at any time on the scheduled cleaning day.
Quotes and Estimates
1. Our flat rate services are results-based cleans and are not charged based on time like our hourly rate service. We’ll perform the checklist of tasks for the service you have booked plus any add-ons you have requested until all items have been cleaned to our high standard. We do not set fixed time limits on these services, but we do provide an estimate to the Cleaner(s) based on your selection. Our Fair Go policy states that when cleaning takes longer than our estimate expects, we will clean for up to 25% longer than our estimated time, but if a property requires more time to clean to our high standard then extra fees may apply. You will always be notified prior to making any changes so you can confirm any extra charges before proceeding.
2. Any price quoted by us is an estimate only based on our experience and based on information provided by the Customer. Subject to this clause, quotes are valid for a period of thirty (30) days from the date of the quote.
3. The actual price payable by the Customer is calculated on the location, condition or home, tasks at hand, special requests and estimated number of hours to be worked by the Cleaner(s) and/or by the quoted contracted time allocated at the time of the booking.
4. If at the commencement or during the course of providing the Service, it is apparent that the actual cost of the Service will exceed the quote provided by us, we will amend the estimate and provide a new estimate to the client to approve for future services.
5. We reserve the right to amend the initial quotation, should the client’s original requirements change or our cost increase.
6. The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s premises. Please note that duration may vary therefore a new estimate may be sent at any time.
Services
1. When scheduling a cleaning you are agreeing to use our services.
2. We, as well as the client, have the right to suspend services at any time.
3. Any cleanings cancelled or rescheduled in less than 24 hours, will incur a $50 fee, charged to the card on file.
4. We agree to provide services based upon the Site cleaning checklist, as well as clients’ personalized requests prior to estimate and provide all cleaning detergents and equipment required to carry out the service unless other arrangements have been made. We are not held liable for equipment a client may provide as a preferred method of use.
5. We will not be held responsible for any alarm systems. Customers should give any special instructions for deactivation/activation of any household alarm systems and provide any means of entry prior to the cleaning date. This will be reviewed at the time of scheduling.
6. The Client must allow the cleaner access to hot water and power.
7. All fragile and highly breakable items must be secured prior to any cleaning or pointed out to our management to be noted so that staff skips the cleaning of those items. While we do take our time to get to know your home, especially during initial cleanings, we are not liable for items that are not secure or pointed out prior to the cleaning.
8. If the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), the Client will move those items prior to the commencement of the Service; and the Client will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewelry, works of art, antiques, or items of sentimental value prior to the commencement of the Service. Cleaners are not able to move any heavy items or furniture and are not liable for damage created by items moved by the Client.
No Engagement of Cleaners
1. The Customer acknowledges we invest significant resources in recruiting, selecting and training the Cleaner(s). Unless we give prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Cleaner to provide services to the Customer or any associate of the Customer for any period during which services are provided by us or for a period within two (2) years after the conclusion of any Service.
2. We employ all cleaners, who have signed a non-compete where they are not able to legally provide services outside the scope of work scheduled, and/or on their own time. If a cleaner is no longer employed with us, the agreement is still held for a specified amount of time in which they would be legally bound to.
3. All the cleaners registered with us and working on our behalf have been fully screened through a personal interview, police checked and checking of references and employment history. We also complete a thorough search of applicant and drug testing both at the time of employment and randomly throughout employment.
Payment and Trading Terms:
1. All online payments are processed via Stripe (https://stripe.com), an industry-leading online payment processor. Payment details are collected at the time of booking and payment will be deducted at the time of booking. We will provide a receipt via email after the cleaning service is completed.
2. Customers with regular, recurring appointments may choose to pay via direct transfer (please contact us). We will issue an invoice for each service with payment due no later than 14 days after the service has been provided. We reserve the right to charge a late fee of $5 per day for any late payments.
3. You also agree to indemnify us for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by us in connection with a demand, action or other proceedings (including mediation, out of court settlement or other actions taken for recovery of debts from the customer) arising out of breach of terms including the failure by the client to pay an amount by the due date.
4. Tipping, while not necessary, is greatly appreciated by your cleaning staff. You may leave a tip at the premises, or via your account on our website. You can add tip both reoccurring or one-time.
Complaints and Claims
1. The Customer accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will entitle the Customer to no recovery cleanings. We take all complaints or accusations seriously and will take action immediately.
2. In case of a complaint, we require to be notified within 24 hours after completion of the cleaning work. If any areas previously scheduled are not completed correctly, we have the right to re-clean those areas within 24-48 hours to make it right.
3. We may require the presence of the Customer or his/her representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections, should be made on the same day.
4. We may take up to 1 business day to respond to a complaint, from the time of the complaint in order to review cleaner documentation and specifications for the account.
5. In case of damage we will repair the item at its cost. If the item cannot be repaired, we will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement upon payment of cleaning services rendered. Note that we are unable to assume any liability for damages due to pictures not being hung securely, items with unstable bases, floating shelves and the items not secured properly.
Insurance
1. We holds public and product liability insurance, as well as other insurances. The policy will cover any accidental damages caused by our cleaner(s), reported within 24 hours of the service date and in reasonable situations.
2. We reserve the right to refuse to share any of the confidential business documents.
3. The insurance policy is subject to a number of further terms and conditions available from All Things Home’s. In the case that an item may be broken, or an area damaged, we must be notified within 48 hours of the cleaning. A management member will come out to inspect the damage, take photos and a statement. A claim will be made through insurance. However, we will not arrange for the insurance referred to if the cleaning fee has not been paid by the Client in accordance with the terms and conditions of this agreement. If the Client decides to use their own insurance for any claims, it will void the usage of All Things Home’s insurance. We do understand in some cases a Client may want to settle in a different manner.
Customer Satisfaction
1. Customer satisfaction is our top priority, therefore we are offering a 200% guarantee.
2. If the customer is not completely satisfied with a cleaning job, we will re-clean any areas and items to the customer’s satisfaction. Therefore, the customer must allow the cleaner or alternate cleaner to be returned.
3. Customer may be present at all times during the recovery clean. We reserve the right not to return a cleaner more than once.
4. If you still not happy with the re-clean, we will then give you full refund.
Complaints
If the Customer is dissatisfied for any reason with the Service provided, you must inform us within 24 hours of completion of the Service. We strive to achieve 100% customer satisfaction and will endeavor to resolve the problem quickly and efficiently. We may, at its discretion, offer the Customer either of the following:
1. Re-supply of the Service without charge;
2. Such other remedy as deemed appropriate by us.
Liability
We reserve the right not to be liable for:
1. Completing tasks that are not stated on our task list.
2. Cleaning jobs not complete due to the lack of suitable cleaning due to hot water or power or staining of areas in the home.
3. Third party entering or present at the customer’s premises during the cleaning process.
4. Wear or discoloration of areas becoming more visible once dirt has been removed.
5. Failing to remove old/permanent stains that cannot be removed using standard cleaning methods.
6. Existing damage or spillage that cannot be cleaned/removed completely.
Pets
We love pets, however, due to potential health risks, we do not clean litter boxes, urine or feces. For the safety of our team members and your pets, if you have a pet that is the least bit aggressive, it will need to be absent from the areas we are cleaning or secured prior to the cleaning.
You may choose to leave your pet free to walk/run around your home/apartment, in that case, please know that we cannot be held liable for the pets’ or cleaners’ safety. It’s also very important to report any issues within 24 hours.
Privacy Policy
1. The Customer acknowledges that any information provided by the Customer may be used by us for the purpose of providing the Service. We agree not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law).
2. The Customer agrees to us communicating with them electronically and/or via other means in order to provide the Service or for reasons related to the provision of the Service.
3. We will take all reasonable precautions to protect the personal information provided by the Customer from loss, misuse, unauthorized access or disclosure, alteration or destruction.
Cancelling or Rescheduling and Fee For Non-Access To Premises
1. The Customer must provide us with at least 24 hours’ notice prior to the Service Time, if they wish to suspend, postpone or cancel the Service for any reason.
2. In the event that such notice has been given, we will endeavor to reschedule the Service if required.
3. In the event that the Customer does not provide 24 hours’ notice prior to the commencement of the Service, the Customer agrees to pay a cancellation fee of $50 for administrative costs and loss, and a potential unfilled spot.
4. In the event of a lock out, where the cleaner arrives at the property and is unable to access to provide service, the customer agrees to pay an inconvenience fee of $50 for administrative and travel costs.
5. These fees will be charged time off to the card on file.
Accidents, Breakage, Damage & Theft
1. The Customer must inform us of any incident where an accident, breakage, damage to property or theft has occurred due to any act of the Cleaner within 24 hours of completion of the Service. We will require some photos and estimate value of the damaged item.
2. To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to us within 24 hours of completion of the Service.
3. To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of us under these terms and conditions: cash, jewelry, art, antiques, and items of sentimental value.
Health and Safety Risks
1. The Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risks at the Premises.
2. As a customer, you are however responsible for providing a safe and healthy work environment at the premises on the day of service. Our cleaners are instructed not to enter an environment if it is considered to be unsafe. Our cleaners are instructed not to climb or stand on ladders, stools or any other objects. However, they may use two bottom-rung step leaders as long as it is safe to do so. If you require additional tasks e.g. cleaning behind, under and sides of fridges, washing machines, couches or any other heavy items; you will need to arrange for moving items prior to cleaning. We will not be held responsible for damage to floors, including polished timber floors caused by the moving of furniture for the purpose of cleaning. You will also need to advise us of any known hazards, slippery surfaces, risks or dangers at the premises prior to the service. If our cleaners are unable to clean some or all parts of your home due to this we will let you know. You may not be eligible for a refund in the event you fail to provide a safe working environment for our cleaner.
3. The home is to be set at a reasonable temperature for cleaners to provide services. If your home is not set at a reasonable working temperature, we do have the right to refuse to provide services that day.
4. The Cleaner may, either before or during the provision of the Service not use or cease using any materials or cleaning equipment provided by the Customer if the Cleaner thinks, in their absolute discretion, that the use of such materials or cleaning equipment poses a risk to health and safety.
5. The Cleaner may, either before or during the provision of the Service not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Cleaner, a risk to health and safety.
6. If a Cleaner becomes ill, they will not enter your home. A staff member who has had a fever within 24 hours of a workday will not be able to work. If you, the Client or a family member is ill in the home with fever or flu-like symptoms, we kindly ask you to notify us as soon as possible to reschedule the cleaning.
7. Bio-hazards – Human and animal urine and feces, medical syringes, mucous, vomit and blood all fall into the categories of biological hazards and blood-borne pathogens. A biohazard is organic matter that poses a danger to humans. For this reason, we ask our cleaners to avoid potential biological hazards and blood-borne pathogens beyond what is part of our cleaning checklist. We clean around them to the best of our ability and notify you of their presence. In any case where the cleaner feels unsafe we have the right to cancel the service.